Instructional Design Specialist

• Supervise, coach, and develop the in Transition Customer Service Representative team
• Oversee daily call center operations and drive employee and team performance
• Ensure compliance with Defense Health Agency Psychological Center of Excellence in Transition program requirements and Revelations policies and procedures
• Ensure service, accuracy, documentation, and quality expectations are met while supporting Service Members, Veterans, and their families seeking or transitioning psychological health care
• Provide operational oversight and coordinate with Mental Health Coaches or designated clinical personnel when callers require clinical or crisis-related support
• Monitor call center performance, identify training needs, and develop staff action plans
• Review real-time and historical reporting to ensure service levels, quality standards, and contract requirements are met
• Review call records and approved-system entries for accuracy, completeness, timely documentation, and appropriate handling of inquiries and referrals
• Counsel employees regarding job performance and conduct
• Develop and monitor Performance Improvement Plans and draft performance evaluations for management review
• Consult with management and Human Resources regarding performance or behavioral concerns
• Coach employees on communication, empathy, de-escalation, documentation, call handling, time management, and compliance with established workflows
• Confirm representatives follow in Transition protocols, approved scripts, documentation requirements, and escalation procedures
• Ensure prompt escalation of clinical, suicide-risk, self-harm, harm-to-others, abuse, severe distress, and other safety concerns
• Partner with workforce management and program leadership to plan and adjust schedules and maintain call center coverage
• Assist with employee selection, new-hire training, onboarding, and ongoing training initiatives
• Conduct staff meetings and communicate program updates, workflow changes, performance expectations, and issues
• Assist representatives with escalated service concerns and difficult or abusive callers
• Perform Customer Service Representative duties as needed while maintaining operational oversight
• Maintain regular and reliable attendance and perform other related duties as assigned

• High School Diploma or G.E.D.
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense background investigation
• Three or more years of experience in a contact center customer service environment, including experience in a medical, behavioral health, hospital, care management, or human services setting
• Two years of supervisory or leadership experience leading teams to meet performance, service, and quality targets
• Experience handling or supporting escalated, crisis-related, or emotionally sensitive customer contacts in accordance with established protocols
• Excellent verbal and written communication skills
• Strong employee coaching, performance management, conflict resolution, and presentation skills
• Ability to listen with empathy, de-escalate difficult interactions, and support employees handling high-stress or crisis-related calls
• Ability to interpret call center reports, recognize performance trends, and develop effective action plans
• Strong organizational, problem-solving, multitasking, and time-management skills
• Ability to apply policies and procedures consistently, exercise sound judgment, and recognize when clinical escalation is required
• Proficiency with Microsoft Office Suite, call center technology, customer relationship management systems, and related program software
• Ability to work 08:00 - 20:00 EST, Monday-Friday
• Prolonged periods sitting at a desk and working on a computer, including extended telephone or headset use
• Must be able to lift up to 15 pounds at times

Demonstrates strong leadership and coaching abilities in a call center environment, ensuring compliance with established protocols while effectively managing performance and service quality. Proficient in crisis management and employee development, with a focus on supporting service members and their families in psychological health care transitions.

• Call Center Operations Management
• Employee Coaching and Development
• Crisis Management and De-Escalation
• Performance Management and Improvement
• Microsoft Office Suite Proficiency

• Call Center Technology
• Customer Relationship Management Systems
• Performance Reporting and Analysis
• Crisis-Related…